Travelocity - Poor Service
Travelocity "Top Secret Hotel" Service - Complaint
I booked a hotel in the Charleston SC area for one evening 4/3/13. I used Travelocity's "top secret" hotel booking process which requires pre payment, something I normally do not do but decided to give it a try since I've used Travelocity many times. Travelocity's website said I would get a 3 STAR hotel and ended up being the Holiday Inn Mt Pleasant but OK, I was good with that.
When I checked in at the hotel all they had left was smoking rooms which they explained was their "standard" room . I explained to the hotel front desk that I could not stay in a smoking room and asked for another room. They didn't have any other rooms available and they wouldn't refund my money. They said I would have to call Travelocity and this is "how Travelocity gets you"!.
I went ahead and booked another hotel 10 miles outside of the city since it was already midnight. I called Travelocity the next day to explain what happened and their response was we are sorry we can't refund your money. When you sign up for the top secret room you just get whatever the hotel has available.
I would never have booked that hotel room if I thought for one minute I would be put in a smoking room. I can put up with a lot when I stay in a hotel but not that. Travelocity needs to be more transparent with their customers during the booking process about what is considered a "standard room." A smoking room preference isn't the same as a preference of getting 2 doubles or king beds or being on a specific floor. it is a health issue and customers need to know if non smoking is available or not BEFORE they pay. I am extremely disappointed in how Travelocity and Holiday Inn handled this situation. I have used Travelocity for many years but this is a deal breaker and I will never use them again.
If you use Travelocity's "Top Secret Hotel" process then buyer beware! To me it isn't worth the hassle for the "big discount"! I am now out $157.